Refund policy
At Four & Co. every piece is made to order and personalised by hand, so our returns policy is a little different to a standard shop. Please read this before you order.
Personalised and made-to-order items
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to your specification or clearly personalised are exempt from the standard 14-day right to cancel. This means that once we have begun work on your personalised item, it cannot be returned, exchanged or refunded simply because you have changed your mind.
This includes any item embroidered with a name, initials, date, message or custom design, whether the item was supplied by us or sent in by you.
Because of this, please double-check your spelling, dates, font choice and thread colour carefully before completing your order. If you spot a mistake, contact us as soon as possible — if we have not yet started stitching, we will always do our best to correct it.
If something is wrong with your order
Your legal rights are unaffected. If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015.
Please contact us within 14 days of receiving your order at fourandcouk@gmail.com with:
- Your order number
- A description of the problem
- Clear photographs showing the fault or damage
We will respond within 2–3 working days and put things right. Where a return is required, we will cover the cost of return postage for faulty or incorrect items.
Errors in personalisation
If we have embroidered something differently to the details you submitted at checkout, that is our error and we will remake or refund the item in full.
If the details you submitted contained a spelling mistake or incorrect date, we are unfortunately unable to offer a refund, as the item was produced exactly as ordered. We may be able to offer a discounted remake — please get in touch and we will see what we can do.
Items you send to us
Where you send us your own item to be embroidered, whether posted by you or delivered directly from a retailer, please note:
- We strongly recommend using a tracked and insured postal service. We cannot be held responsible for items lost or damaged in transit to our studio.
- Please include your full name and order number inside the parcel so we can identify your item.
- Embroidery involves piercing the fabric. While we take great care, we cannot accept liability for the value of a customer-supplied garment in the unlikely event of an issue during stitching. Our liability is limited to the value of the embroidery service purchased.
- Please check sizing and fit before sending. Once personalised, an item cannot be returned to the retailer.
- We are unable to embroider items that are heavily worn, damaged, or made from fabrics unsuitable for embroidery. If we believe your item is unsuitable, we will contact you before proceeding and refund the embroidery cost if we cannot continue.
Non-personalised items
If you purchase a non-personalised item from us, you have the right to cancel within 14 days of receiving it, and a further 14 days to return it. The item must be unused and in its original condition and packaging. Return postage is at your own cost unless the item is faulty.
Cancelling an order
If you need to cancel, please contact us as soon as possible. If we have not yet begun work on your item, we will cancel and refund in full. Once work has started on a personalised piece, we are unable to cancel the order.
Refunds
Where a refund is due, it will be issued to your original payment method within 5–10 working days of us approving it. Your bank or card provider may take a little longer to show the funds.
Get in touch
We are a small business and we genuinely want you to love what you receive. If something is not right, please contact us at fourandcouk@gmail.com and we will always do our best to help.